Return and Refund Policy

At Prime Flow FZE LLC, we strive to ensure that every customer is completely satisfied with their purchase. If for any reason you are not fully satisfied with your order, our Return and Refund Policy outlines how you can return items and request a refund or exchange. Please read this policy carefully to understand your rights and responsibilities.

By making a purchase on our Site, you agree to comply with the terms and conditions of this policy.

1. Returns Eligibility
To be eligible for a return, the following conditions must be met:

Timeframe: You must initiate a return request within 7 days from the date of delivery.

Condition of the Item: The item must be unused, unwashed, and in the same condition as when you received it. All original packaging, tags, and accessories (if applicable) must be included.

Non-Returnable Items: Certain products are not eligible for return. These may include:

Perishable goods (e.g., food, flowers, etc.)

Customized or personalized items

Downloadable software or digital products

Items on sale or clearance (unless otherwise stated)

Gift cards or vouchers

Please contact us to confirm whether your product qualifies for return if it falls under one of these categories.

2. How to Initiate a Return
If you wish to return an item, please follow these steps:

Contact Us: Reach out to our customer service team at admin@pffze.com within 10 days of receiving your order. Please provide your order number, the items you wish to return, and a brief explanation of the reason for the return.

Return Authorization: Once we have reviewed your request, we will issue a Return Authorization (RA) number and provide you with detailed instructions on how to return the product. Returns sent without an RA number may not be accepted.

Prepare the Return: Package the item securely in its original packaging. If the original packaging is no longer available, please ensure that the item is protected from damage during shipping.

Shipping the Return: Return the item to the address provided by our customer service team. You will be responsible for the cost of return shipping unless the return is due to an error on our part (e.g., incorrect or damaged item).

Note: We recommend using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee that we will receive your returned item.

3. Refunds
Once we receive your returned item, it will be inspected, and we will notify you of the status of your refund request. You will be notified via email once your return has been processed.

a. Refund Processing
Approved Returns: If your return is approved, your refund will be issued to the original payment method within 10-14 business days. Please note that your bank or credit card provider may take additional time to process the refund.

Partial Refunds: In certain cases, such as when items are returned in used or damaged condition, a partial refund may be issued.

b. Shipping Charges
Original Shipping: Shipping costs are non-refundable. If you received free shipping on your order, the cost of shipping may be deducted from your refund.

Return Shipping: You will be responsible for the cost of return shipping, unless the return is due to an error on our part (e.g., wrong item or defective product).

4. Exchanges
We currently only offer exchanges for defective or damaged items. If you receive a damaged or defective product, please contact us within 2 - 7 days of receiving your order. We will assist you in processing the exchange and shipping the replacement item.

Please note that exchanges are subject to product availability.

5. Damaged or Defective Items
If you receive a damaged or defective item, we sincerely apologize for the inconvenience. Please follow these steps to return a damaged or defective product:

Contact Us Immediately: Report the issue to our customer service team at admin@pffze.com within 2- 5 days of receiving the item.

Provide Evidence: Include photos of the damaged or defective item, along with a description of the problem.

Return Process: Once we review the issue, we will provide a prepaid return label for you to send the item back to us at no cost.

Refund or Replacement: After receiving the returned damaged or defective product, we will issue a full refund or send a replacement item, depending on your preference and product availability.

6. Late Returns
Returns requested outside the specified time frame of 15 days from delivery will not be eligible for a refund. If you believe there are exceptional circumstances, please contact our customer service team for assistance.

7. Cancellations
If you wish to cancel an order, please contact us as soon as possible. Once an order has been processed or shipped, it cannot be canceled. If your order has already been shipped, you will need to follow the return process.

8. Refunds for Gift Purchases
If you received a product as a gift and wish to return it, we can issue a refund to the original purchaser or offer a store credit for the purchase amount.

9. Customer Service
If you have any questions or need assistance with returns or refunds, please feel free to contact our customer service team at:

Email: admin@pffze.com